Executive Customer Service

Lauren Larson Diehl

San Carlos, CA 415-***-**** *****************@*****.***

www.linkedin.com/in/laurenlarsondiehl/

Customer Success Executive

Globalizing Strategic Programs Mergers & Acquisitions Executive Planning & Enablement

Executive leader with expertise in all facets of implementing global, on-prem and cloud customer management as well as global governance success strategies for large, high-profile clients. Skilled in collaborating with all members of the organization to lead global business initiatives and business standards, enhance communications, and training and development programs. Instrumental in streamlining and improving processes, enhancing productivity, and implementing technology solutions.

Areas of Expertise include:

Oracle Cloud

Risk Mitigation

Strategic Development & Execution

Performance Enhancement

Global Governance

Customer Excellence & Loyalty

Global, On-Prem & Cloud Support

New Business Development

Training & Development

Strategic, Global Alliance Development

Globalizing Strategic Programs

PROFESSIONAL EXPERIENCE

ORACLE CORPORATION, Redwood Shores, CA 2000 – Present

Senior Director – Global Customer Success Management, 2007 – Present

Provide executive-level leadership with full accountability for ensuring the integrity of global strategy to support global customers with revenue growth from $2B to net-new in excess of $10B to date.

Developed and executed global executive planning and enablement system that provided governance and knowledge management needed in globalizing strategic programs and enabling teams to enhance the customer experience, increase satisfaction, and retention while growing the business to $10B.

Implemented soft-skills training standards to enable proactive and collaborative engagements with critical strategic clients. Initiative empowers CS Managers to support employees in providing best-in-class customer service leadership and guidance driving internal organizational growth and external retention of large customers with complex needs.

Collaborate cross-functionally with leaders and teams accountable for integration oversight of 150+ companies, averaging 10 corporate acquisitions per year including PeopleSoft, Siebel, BEA, and Sun Microsystems.

Director – Enterprise Customer Program, 2000 – 2007

Envisioned and designed The Enterprise Customer Program Office to support Top 300 Enterprise customers worldwide. Created and directed teams in strategy, processes, procedures, and tools necessary to enable the scalability of continuing to provide the highest level of customer service.

Collaborated with internal and external stakeholders, and teams worldwide (North America, LAD, APAC, Japan, and EMEA) to lead multiple initiatives designed to enable identified improvement opportunities.

Streamlined programs and communications standards resulting in optimized strategies and improved education while driving customer focus globally throughout the organization.

EDUCATION

Bachelor of Science in Computer Science, Merrimack College, Andover, MA

AWARDS

2016 Watermark Make Your Mark Award ~ 2013 YWCA TWIN Award for Executive Leadership

PROFESSIONAL AFFILIATIONS

Executive sponsor for Oracle Women's Leadership (OWL) ~ Professional Business Women of California (PBWC)

Watermark Executive Women's Organization ~ Oracle Education Foundation Coach and Mentor

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